Systems and methods for customer service access to a consumer interface system

ABSTRACT

A computer-based method for providing a customer service representative (CSR) access to an interface system uses a computing device including a processor and a memory. The method includes receiving, by the processor, an authentication request including a CSR identifier associated with the CSR. The method also includes identifying, in the memory, a customer identifier using at least the CSR identifier. The method further includes transmitting an authentication response in response to the authentication request. The authentication response includes at least the customer identifier.

BACKGROUND OF THE DISCLOSURE

This disclosure relates generally to customer service systems and, morespecifically, to systems and methods for enabling customer servicerepresentatives to access a consumer interface system by assuming theidentity of the consumer.

Some issuers of payment cards, such as credit cards, provide a loyaltyprogram to their customers (i.e., cardholders), through whichcardholders may accumulate various “loyalty” rewards. As cardholders usetheir payment cards, loyalty points or other offers accumulate on behalfof the cardholder. These loyalty rewards may be spent or otherwiseredeemed by the cardholder for various goods and services. Some knownsystems provide a database that maintains loyalty rewards dataassociated with cardholders. Further, some known systems may provide anInternet-accessible customer-facing application (e.g., a “rewardssystem”) in which the cardholder can log in and manage their loyaltyprogram through a consumer environment or “consumer experience.” Throughthe rewards system, a cardholder may, for example, view theiraccumulated loyalty points or other offers, or may spend their loyaltypoints on goods or services.

A customer support service (CSS) application may be provided to manageaspects of the loyalty program. For example, a cardholder may wish tospend their loyalty points on a particular good or service, but may nothave access to the rewards system. The user may telephone a customerservice representative (CSR) to assist with aspects of management oftheir accumulated rewards. In some known systems, the CSS applicationmay have access to data about the loyalty program, but the CSSapplication may not provide access to the tools, utilities, or featuresthat are available to the cardholder through the consumer experience. Assuch, the CSR is left with a limited ability to assist the cardholder.In other systems, the CSS application may have access to data about theloyalty program, but the CSS application cannot record or track theCSR's access to the loyalty data. As such, the CSR is unable to documentrequests made by the user with respect to the loyalty program.

BRIEF DESCRIPTION OF THE DISCLOSURE

In one aspect, a computer-based method for providing a customer servicerepresentative (CSR) access to an interface system is provided. Themethod uses a computing device including a processor and a memory. Themethod includes receiving, by the processor, an authentication requestincluding a CSR identifier associated with the CSR. The method alsoincludes identifying, in the memory, a customer identifier using atleast the CSR identifier. The method further includes transmitting anauthentication response in response to the authentication request. Theauthentication response includes at least the customer identifier.

In another aspect, a computing device for providing a customer servicerepresentative (CSR) access to an interface system is provided. Thecomputing device includes a processor communicatively coupled to amemory. The computing device is programmed to receive an authenticationrequest including a CSR identifier associated with the CSR. Thecomputing device is also programmed to identify a customer identifierusing at least the CSR identifier. The computing device is furtherprogrammed to transmit an authentication response in response to theauthentication request. The authentication response includes at leastthe customer identifier.

In yet another aspect, at least one non-transitory computer-readablestorage media having computer-executable instructions embodied thereonis provided. When executed by at least one processor, thecomputer-executable instructions cause the processor to receive anauthentication request including a customer service representative (CSR)identifier associated with a CSR. The computer-executable instructionsalso cause the processor to identify a customer identifier using atleast the CSR identifier. The computer-executable instructions furthercause the processor to transmit an authentication response in responseto the authentication request. The authentication response includes atleast the customer identifier.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1-9 show example embodiments of the methods and systems describedherein.

FIG. 1 is a schematic diagram illustrating an example multi-partytransaction card industry system for authorizing payment cardtransactions, and in which a cardholder may participate in a loyaltyrewards program.

FIG. 2 is a simplified block diagram of an example computing system forproviding a loyalty rewards program to cardholders.

FIG. 3 is an expanded block diagram of an example embodiment of a serverarchitecture of a loyalty rewards system including the plurality ofcomputer devices in accordance with one example embodiment of thepresent disclosure.

FIG. 4 illustrates an example configuration of a client system shown inFIGS. 2 and 3.

FIG. 5 illustrates an example configuration of a server system shown inFIGS. 2 and 3.

FIG. 6 is an example loyalty network environment that may be implementedby loyalty rewards system shown in FIG. 3 in which a customer servicerepresentative (CSR) may cross-authenticate into a customer environmentto provide customer support.

FIG. 7 is an example loyalty network or system and method that may beused to provide a loyalty program to cardholders.

FIG. 8 is an example method for supporting a loyalty program forcardholders in a loyalty network such as shown in FIG. 7.

FIG. 9 shows an example configuration of a database within a computingdevice, along with other related computing components, that may be usedto cross-authenticate a CSR from the CSS system shown in FIG. 7 into therewards system shown in FIG. 7 as a particular customer.

DETAILED DESCRIPTION OF THE DISCLOSURE

Systems and methods are described herein for providing customer serviceaccess to an online consumer environment (also referred to herein as an“interface system” or a “customer interface system”). More specifically,the systems and methods described herein enable a customer servicerepresentative (CSR) the ability to access an interface system, such asa rewards system, as the consumer. For example, an issuer of paymentcards and/or a payment processor may provide a loyalty program to theirconsumers (e.g., the cardholders). The loyalty program provides rewardsto the cardholders based on, for example, a volume or regularity of useof their payment card. These rewards are associated with a particularcardholder's rewards account within a loyalty program database.

A rewards system is provided that enables the cardholder to login andmanage their accumulated rewards and other benefits associated with theloyalty program. This rewards system may be, for example, anInternet-accessible application that provides various functionalities tothe cardholder. This application provides a consumer environment or a“consumer experience” that may be distinctly customized for eachindividual cardholder.

A customer support service (CSS) system and application are alsoprovided. The CSS system is accessed by a CSR while providing supportservices for cardholders in need of assistance with aspects of theloyalty program. In one example embodiment, the CSS system has access tothe loyalty program database, but has only a limited set offunctionality. In other words, the CSS system does not enable the CSR toperform an operation on behalf of the cardholder that is available tothe cardholder through the rewards system (i.e., through the “consumerexperience”).

In the systems and methods described herein, the system includes anauthentication cross-over module (or just “authentication module”) isprovided. The authentication module enables the CSR to “cross over”into, or log into, the consumer experience of the rewards system duringa support call. More specifically, the authentication module allows theCSR to authenticate into the rewards system as the cardholder, therebyallowing the CSR to perform functionality within the rewards system asthe cardholder using the same application and view that the cardholderwould see.

For example, a cardholder (e.g., CUSTOMER_ID=“98765”) initiates asupport call with a CSR (e.g., “CSR #55”). The CSR is logged into theCSS system using his own identifier (ID) (e.g., “CSR_(—)55”), referredto herein as a support ID. The CSS system provides a link for the CSR tolaunch the consumer experience. When the CSR activates the link, theauthentication module creates and stores a record of the supportassociation (e.g., that CSR_(—)55 is currently and actively assistingcardholder “98765”) in a customer mapping database. The authenticationmodule then initiates a login process with the rewards system (i.e., thesame system that the cardholder would access) using the CSR'scredentials (e.g., “CSR_(—)55”), not the cardholder's credentials. Inaddition, the login process includes a flag (referred to herein as a“CSR flag”) indicating that a CSR is making the login request, ratherthan a cardholder.

The rewards system accesses the authentication module to authenticatethe incoming user (e.g., CSR_(—)55). The authentication modulerecognizes the presence of the CSR flag and attempts to authenticate thelogin request as a CSR attempt to access a cardholder's consumerexperience. More specifically, the authentication module accesses thecustomer mapping database and looks for a row associated with CSR_(—)55.The row that was inserted earlier in this process is found, and thecardholder “98765” is identified as the cardholder being assisted by CSR#55. As such, the authentication module completes the authenticationprocess, but does not provide the CSR_(—)55 authentication information.Rather, the authentication module completes the authentication processas cardholder “98765.” As such, the CSR is presented with thecardholder's consumer experience, effectively logging the CSR into therewards system as the cardholder without requiring knowledge of thecustomer's password. Further, this approach may be used with someexisting infrastructure with minimal changes to existing authenticationmechanisms.

A technical effect of the systems and processes described herein includeat least one of: (a) receiving, by the processor, an authenticationrequest including a CSR identifier associated with the CSR; (b)identifying, in the memory, a customer identifier using at least the CSRidentifier; (c) transmitting an authentication response in response tothe authentication request, the authentication response including atleast the customer identifier; (d) storing, in the memory, a firstrecord including the CSR identifier of the CSR and the customeridentifier associated with a customer; (e) transmitting an accessrequest to the interface system, the access request including at leastthe CSR identifier, wherein receiving an authentication request is aconsequence of transmitting the access request; (f) cross-referencingthe CSR identifier with the memory to identify the first record; (g)receiving a request to access the interface system as the customerinitiated by the CSR through a customer support service (CSS) system;(h) providing the CSR a consumer experience associated with the customeridentifier; (i) deleting the first record from the memory afteridentifying the customer identifier; (j) receiving an authenticationrequest from a security token service; and (k) transmitting anauthentication response to the security token service.

As used herein, a processor may include any programmable systemincluding systems using micro-controllers, reduced instruction setcircuits (RISC), application specific integrated circuits (ASICs), logiccircuits, and any other circuit or processor capable of executing thefunctions described herein. The above examples are example only, and arethus not intended to limit in any way the definition and/or meaning ofthe term “processor.”

As used herein, the terms “software” and “firmware” are interchangeable,and include any computer program stored in memory for execution by aprocessor, including RAM memory, ROM memory, EPROM memory, EEPROMmemory, and non-volatile RAM (NVRAM) memory. The above memory types areexample only, and are thus not limiting as to the types of memory usablefor storage of a computer program.

In one embodiment, a computer program is provided, and the program isembodied on a computer readable medium. In an example embodiment, thesystem is executed on a single computer system, without requiring aconnection to a sever computer. In a further embodiment, the system isbeing run in a Windows® environment (Windows is a registered trademarkof Microsoft Corporation, Redmond, Wash.). In yet another embodiment,the system is run on a mainframe environment and a UNIX® serverenvironment (UNIX is a registered trademark of X/Open Company Limitedlocated in Reading, Berkshire, United Kingdom). The application isflexible and designed to run in various different environments withoutcompromising any major functionality. In some embodiments, the systemincludes multiple components distributed among a plurality of computingdevices. One or more components may be in the form ofcomputer-executable instructions embodied in a computer-readable medium.The systems and processes are not limited to the specific embodimentsdescribed herein. In addition, components of each system and eachprocess can be practiced independent and separate from other componentsand processes described herein. Each component and process can also beused in combination with other assembly packages and processes.

As used herein, the terms “transaction card,” “financial transactioncard,” and “payment card” refer to any suitable transaction card, suchas a credit card, a debit card, a prepaid card, a charge card, amembership card, a promotional card, a frequent flyer card, anidentification card, a prepaid card, a gift card, and/or any otherdevice that may hold payment account information, such as mobile phones,Smartphones, personal digital assistants (PDAs), key fobs, and/orcomputers. Each type of transactions card can be used as a method ofpayment for performing a transaction. As used herein, the term “paymentaccount” is used generally to refer to the underlying account with thetransaction card. In addition, cardholder card account behavior caninclude but is not limited to purchases, management activities (e.g.,balance checking), bill payments, achievement of targets (meetingaccount balance goals, paying bills on time), and/or productregistrations (e.g., mobile application downloads).

The following detailed description illustrates embodiments of thedisclosure by way of example and not by way of limitation. It iscontemplated that the disclosure has general application to processingfinancial transaction data by a third party in industrial, commercial,and residential applications.

As used herein, an element or step recited in the singular and proceededwith the word “a” or “an” should be understood as not excluding pluralelements or steps, unless such exclusion is explicitly recited.Furthermore, references to “example embodiment” or “one embodiment” ofthe present disclosure are not intended to be interpreted as excludingthe existence of additional embodiments that also incorporate therecited features.

FIG. 1 is a schematic diagram illustrating an example multi-partytransaction card industry system 20 for authorizing payment cardtransactions in which a cardholder may participate in a loyalty rewardsprogram. Embodiments described herein may relate to a transaction cardsystem, such as a credit card payment system using the MasterCard®interchange network. The MasterCard® interchange network is a set ofproprietary communications standards promulgated by MasterCardInternational Incorporated® for the exchange of financial transactiondata and the settlement of funds between financial institutions that aremembers of MasterCard International Incorporated®. (MasterCard is aregistered trademark of MasterCard International Incorporated located inPurchase, N.Y.).

In a typical transaction card system, a financial institution called the“issuer” issues a transaction card, such as a credit card, to a consumeror cardholder 22, who uses the transaction card to tender payment for apurchase from a merchant 24. To accept payment with the transactioncard, merchant 24 must normally establish an account with a financialinstitution that is part of the financial payment system. This financialinstitution is usually called the “merchant bank,” the “acquiring bank,”or the “acquirer.” When cardholder 22 tenders payment for a purchasewith a transaction card, merchant 24 requests authorization from amerchant bank 26 for the amount of the purchase. The request may beperformed over the telephone, but is usually performed through the useof a point-of-sale terminal, which reads cardholder's 22 accountinformation from a magnetic stripe, a chip, or embossed characters onthe transaction card and communicates electronically with thetransaction processing computers of merchant bank 26. Alternatively,merchant bank 26 may authorize a third party to perform transactionprocessing on its behalf. In this case, the point-of-sale terminal willbe configured to communicate with the third party. Such a third party isusually called a “merchant processor,” an “acquiring processor,” or a“third party processor.”

Using an interchange network 28, computers of merchant bank 26 ormerchant processor will communicate with computers of an issuer bank 30to determine whether cardholder's 22 account 32 is in good standing andwhether the purchase is covered by cardholder's 22 available creditline. Based on these determinations, the request for authorization willbe declined or accepted. If the request is accepted, an authorizationcode is issued to merchant 24.

When a request for authorization is accepted, the available credit lineof cardholder's 22 account 32 is decreased. Normally, a charge for apayment card transaction is not posted immediately to cardholder's 22account 32 because bankcard associations, such as MasterCardInternational Incorporated®, have promulgated rules that do not allowmerchant 24 to charge, or “capture,” a transaction until goods areshipped or services are delivered. However, with respect to at leastsome debit card transactions, a charge may be posted at the time of thetransaction. When merchant 24 ships or delivers the goods or services,merchant 24 captures the transaction by, for example, appropriate dataentry procedures on the point-of-sale terminal. This may includebundling of approved transactions daily for standard retail purchases.If cardholder 22 cancels a transaction before it is captured, a “void”is generated. If cardholder 22 returns goods after the transaction hasbeen captured, a “credit” is generated. Interchange network 28 and/orissuer bank 30 stores the transaction card information, such as a typeof merchant, amount of purchase, date of purchase, in a database 120(shown in FIG. 2). Further, in some embodiments, interchange network 28and/or issuer bank 30 stores in database 120 information associated witha loyalty program such as, for example, an amount of loyalty pointsassociated with the cardholder and/or the transaction.

After a purchase has been made, a clearing process occurs to transferadditional transaction data related to the purchase among the parties tothe transaction, such as merchant bank 26, interchange network 28, andissuer bank 30. More specifically, during and/or after the clearingprocess, additional data, such as a time of purchase, a merchant name, atype of merchant, purchase information, cardholder account information,a type of transaction, savings information, itinerary information,information regarding the purchased item and/or service, and/or othersuitable information, is associated with a transaction and transmittedbetween parties to the transaction as transaction data, and may bestored by any of the parties to the transaction.

After a transaction is authorized and cleared, the transaction issettled among merchant 24, merchant bank 26, and issuer bank 30.Settlement refers to the transfer of financial data or funds amongmerchant's 24 account, merchant bank 26, and issuer bank 30 related tothe transaction. Usually, transactions are captured and accumulated intoa “batch,” which is settled as a group. More specifically, a transactionis typically settled between issuer bank 30 and interchange network 28,and then between interchange network 28 and merchant bank 26, and thenbetween merchant bank 26 and merchant 24.

As described above, the various parties to the payment card transactioninclude one or more of the parties shown in FIG. 1 such as, for example,cardholder 22, merchant 24, merchant bank 26, interchange network 28(also referred to herein as payment processor 28), issuer bank 30,and/or an issuer processor 21. In some cases, a rewards program may beoffered to cardholders that use system 20. The rewards program may beoffered and managed by one or more of merchant 24, interchange network28, issuer 30, and issuer processor 21.

FIG. 2 is a simplified block diagram of an example computing system 100for providing an interface system such as a loyalty rewards program tocardholders. System 100 includes a plurality of computer devicesconnected in communication in accordance with the present disclosure. Inthe example embodiment, system 100 may be used to provide a rewardsmanagement application (i.e., a customer interface system), a customersupport services (CSS) application, a rewards tracking database, and/oran authentication module 110 associated with the loyalty program in thepayment card environment shown in FIG. 1.

More specifically, in the example embodiment, system 100 includes aserver system 112 in communication with a point-of-sale (POS) terminal118 at a merchant location, such as merchant 24 (shown in FIG. 1),and/or other client systems 114 associated with merchants, merchantbanks, payment networks, issuer banks, and/or cardholders.

In the example embodiment, server system 112 is also in communicationwith a plurality of client sub-systems, also referred to as clientsystems 114. In one embodiment, client systems 114 are computersincluding a web browser, such that server system 112 is accessible toclient systems 114 using the Internet. Client systems 114 areinterconnected to the Internet through many interfaces including anetwork 115, such as a local area network (LAN) or a wide area network(WAN), dial-in-connections, cable modems, special high-speed IntegratedServices Digital Network (ISDN) lines, and RDT networks. Client systems114 could be any device capable of interconnecting to the Internetincluding a web-based phone, PDA, or other web-based connectableequipment. Client systems 114 may be used by cardholders to access therewards system described herein. Further, client systems 114 may be usedby customer services representatives (CSRs) to access the customersupport services (CSS) system described herein.

In the example embodiment, system 100 also includes POS terminals 118,which may be connected to client systems 114 and may be connected toserver system 112. POS terminals 118 may be interconnected to theInternet (or any other network that allows the POS terminals 118 tocommunicate as described herein) through many interfaces including anetwork, such as a local area network (LAN) or a wide area network(WAN), dial-in-connections, cable modems, wireless modems, and specialhigh-speed ISDN lines. POS terminals 118 could be any device capable ofinterconnecting to the Internet and including an input device capable ofreading information from a cardholder's financial transaction card. Insome embodiments, POS terminal 118 may be a cardholder's personalcomputer, such as when conducting an online purchase through theInternet. As used herein, the terms POS device, POS terminal, and pointof interaction device are used broadly, generally, and interchangeablyto refer to any device in which a cardholder interacts with a merchantto complete a payment card transaction.

A database server 116 is connected to database 120, which containsinformation on a variety of matters, as described below in greaterdetail. In one embodiment, centralized database 120 is stored on serversystem 112 and can be accessed by potential users at one of clientsystems 114 by logging onto server system 112 through one of clientsystems 114. In an alternative embodiment, database 120 is storedremotely from server system 112 and may be non-centralized.

Database 120 may include a single database having separated sections orpartitions or may include multiple databases, each being separate fromeach other. Database 120 may store transaction data generated as part ofsales activities and savings activities conducted over the processingnetwork including data relating to merchants, account holders orcustomers, issuers, acquirers, savings amounts, savings accountinformation, and/or purchases made. Database 120 may also store accountdata including at least one of a cardholder name, a cardholder address,an account number, and other account identifier. Database 120 may alsostore merchant data including a merchant identifier that identifies eachmerchant registered to use the network, and instructions for settlingtransactions including merchant bank account information. Database 120may also store purchase data associated with items being purchased by acardholder from a merchant, and authorization request data. Database 120may also store loyalty rewards information.

In the example embodiment, system 100 also includes a reward system 102,a consumer support services (CSS) system 104, and an authenticationmodule 106. Reward system 102 enables cardholders to view and manageaspects of their loyalty program and/or loyalty account. CSS system 104enables CSR's to support cardholders and the loyalty program.Authentication module 106 enables CSRs to cross-authenticate from CSSsystem 104 into rewards system 102 as a cardholder. In some embodiments,one or more of reward system 102, CSS system 104, and/or authenticationmodule 106 are applications executed by server system 112. In otherembodiments, one or more of reward system 102, CSS system 104, and/orauthentication module 106 are executed by a separate computing device(not separately shown) that is communicatively coupled to server system112.

In the example embodiment, one of client systems 114 may be associatedwith acquirer bank 26 (shown in FIG. 1) while another one of clientsystems 114 may be associated with issuer bank 30 (shown in FIG. 1). POSterminal 118 may be associated with a participating merchant 24 (shownin FIG. 1) or may be a computer system and/or mobile system used by acardholder making an on-line purchase or payment. Server system 112 maybe associated with interchange network 28 or a payment processor. In theexample embodiment, server system 112 is associated with a networkinterchange, such as interchange network 28, and may be referred to asan interchange computer system or a payment processing computing device.Server system 112 may be used for processing transaction data. Inaddition, client systems 114 and/or POS terminal 118 may include acomputer system associated with at least one of an online bank, a billpayment outsourcer, an acquirer bank, an acquirer processor, an issuerbank associated with a transaction card, an issuer processor, a remotepayment system, a token requestor, a token provider, and/or a biller.

FIG. 3 is an expanded block diagram of an example embodiment of a serverarchitecture of a loyalty rewards system 122 including other computerdevices in accordance with one embodiment of the present disclosure.Components in system 122, identical to components of system 100 (shownin FIG. 2), are identified in FIG. 3 using the same reference numeralsas used in FIG. 2. Loyalty rewards system 122 includes server system112, client systems 114, and POS terminals 118. Server system 112further includes database server 116, a rewards system 102, a web server126, a user authentication system 106, a CSS system 104, and anapplication server 124. A storage device 134 is coupled to databaseserver 116 and CSS system 104. Servers 116, 124, 126, 128, 130, and 132are coupled in a local area network (LAN) 136. In addition, an issuerbank workstation 138, an acquirer bank workstation 140, and a thirdparty processor workstation 142 may be coupled to LAN 136. In theexample embodiment, issuer bank workstation 138, acquirer bankworkstation 140, and third party processor workstation 142 are coupledto LAN 136 using network connection 115. Workstations 138, 140, and 142are coupled to LAN 136 using an Internet link or are connected throughan Intranet.

Each workstation 138, 140, and 142 is a personal computer having a webbrowser. Although the functions performed at the workstations typicallyare illustrated as being performed at respective workstations 138, 140,and 142, such functions can be performed at one of many personalcomputers coupled to LAN 136. Workstations 138, 140, and 142 areillustrated as being associated with separate functions only tofacilitate an understanding of the different types of functions that canbe performed by individuals having access to LAN 136.

Server system 112 is configured to be communicatively coupled to variousindividuals, including employees 144 and to third parties, e.g., accountholders, customers, auditors, developers, cardholders (i.e., consumers),merchants, acquirers, issuers, etc., 146 using an ISP Internetconnection 148. The communication in the example embodiment isillustrated as being performed using the Internet, however, any otherwide area network (WAN) type communication can be utilized in otherembodiments, i.e., the systems and processes are not limited to beingpracticed using the Internet. In addition, and rather than WAN 150,local area network 136 could be used in place of WAN 150.

In the example embodiment, any authorized individual having aworkstation 154 can access system 122. At least one of the clientsystems includes a manager workstation 156 located at a remote location.Workstations 154 and 156 are personal computers having a web browser.Also, workstations 154 and 156 are configured to communicate with serversystem 112. Furthermore, fax server 128 communicates with remotelylocated client systems, including a client system 156 using a telephonelink. Fax server 128 is configured to communicate with other clientsystems 138, 140, and 142 as well.

FIG. 4 illustrates an example configuration of a user system 202operated by a user 201, such as cardholder 22 (shown in FIG. 1) and/orCSRs 622 (shown in FIG. 6). User system 202 may include, but is notlimited to, client systems 114, 138, 140, and 142, POS terminal 118,workstation 154, and manager workstation 156. In the example embodiment,user system 202 includes a processor 205 for executing instructions. Insome embodiments, executable instructions are stored in a memory area210. Processor 205 may include one or more processing units, forexample, a multi-core configuration. Memory area 210 is any deviceallowing information such as executable instructions and/or writtenworks to be stored and retrieved. Memory area 210 may include one ormore computer readable media.

User system 202 also includes at least one media output component 215for presenting information to user 201. Media output component 215 isany component capable of conveying information to user 201. In someembodiments, media output component 215 includes an output adapter suchas a video adapter and/or an audio adapter. An output adapter isoperatively coupled to processor 205 and operatively couplable to anoutput device such as a display device, a liquid crystal display (LCD),organic light emitting diode (OLED) display, or “electronic ink”display, or an audio output device, a speaker or headphones.

In some embodiments, user system 202 includes an input device 220 forreceiving input from user 201. Input device 220 may include, forexample, a keyboard, a pointing device, a mouse, a stylus, a touchsensitive panel, a touch pad, a touch screen, a gyroscope, anaccelerometer, a position detector, or an audio input device. A singlecomponent such as a touch screen may function as both an output deviceof media output component 215 and input device 220. User system 202 mayalso include a communication interface 225, which is communicativelycouplable to a remote device such as server system 112. Communicationinterface 225 may include, for example, a wired or wireless networkadapter or a wireless data transceiver for use with a mobile phonenetwork, Global System for Mobile communications (GSM), 3G, or othermobile data network or Worldwide Interoperability for Microwave Access(WIMAX).

Stored in memory area 210 are, for example, computer readableinstructions for providing a user interface to user 201 via media outputcomponent 215 and, optionally, receiving and processing input from inputdevice 220. A user interface may include, among other possibilities, aweb browser and client application. Web browsers enable users, such asuser 201, to display and interact with media and other informationtypically embedded on a web page or a website from server system 112. Aclient application allows user 201 to interact with a server applicationfrom server system 112.

FIG. 5 illustrates an example configuration of a server system 301 suchas server system 112 (shown in FIGS. 2 and 3). Server system 301 mayinclude, but is not limited to, database server 116, application server124, web server 126, rewards system 102, user authentication system 106,and CSS system 104 (all shown in FIG. 2).

Server system 301 includes a processor 305 for executing instructions.Instructions may be stored in a memory area 310, for example. Processor305 may include one or more processing units (e.g., in a multi-coreconfiguration) for executing instructions. The instructions may beexecuted within a variety of different operating systems on the serversystem 301, such as UNIX, LINUX, Microsoft Windows®, etc. It should alsobe appreciated that upon initiation of a computer-based method, variousinstructions may be executed during initialization. Some operations maybe required in order to perform one or more processes described herein,while other operations may be more general and/or specific to aparticular programming language (e.g., C, C#, C++, Java, or othersuitable programming languages, etc.).

Processor 305 is operatively coupled to a communication interface 315such that server system 301 is capable of communicating with a remotedevice such as a user system or another server system 301. For example,communication interface 315 may receive requests from user system 114via the Internet, as illustrated in FIGS. 2 and 3.

Processor 305 may also be operatively coupled to a storage device 134.Storage device 134 is any computer-operated hardware suitable forstoring and/or retrieving data. In some embodiments, storage device 134is integrated in server system 301. For example, server system 301 mayinclude one or more hard disk drives as storage device 134. In otherembodiments, storage device 134 is external to server system 301 and maybe accessed by a plurality of server systems 301. For example, storagedevice 134 may include multiple storage units such as hard disks orsolid state disks in a redundant array of inexpensive disks (RAID)configuration. Storage device 134 may include a storage area network(SAN) and/or a network attached storage (NAS) system.

In some embodiments, processor 305 is operatively coupled to storagedevice 134 via a storage interface 320. Storage interface 320 is anycomponent capable of providing processor 305 with access to storagedevice 134. Storage interface 320 may include, for example, an AdvancedTechnology Attachment (ATA) adapter, a Serial ATA (SATA) adapter, aSmall Computer System Interface (SCSI) adapter, a RAID controller, a SANadapter, a network adapter, and/or any component providing processor 305with access to storage device 134.

Memory area 310 may include, but are not limited to, random accessmemory (RAM) such as dynamic RAM (DRAM) or static RAM (SRAM), read-onlymemory (ROM), erasable programmable read-only memory (EPROM),electrically erasable programmable read-only memory (EEPROM), andnon-volatile RAM (NVRAM). The above memory types are exemplary only, andare thus not limiting as to the types of memory usable for storage of acomputer program.

FIG. 6 is an example loyalty network environment 600 that may beimplemented by loyalty rewards system 122 (shown in FIG. 3) in which acustomer service representative (CSR) 622 may cross-authenticate into acustomer environment (i.e., a customer interface system) to providecustomer support. In the example embodiment, a cardholder 602participates in a loyalty program offered by an issuing bank, a paymentprocessor, and/or a merchant. As a part of the program, a rewards system610 is provided. In some embodiments, rewards system 610 is similar torewards system 102 (shown in FIGS. 2 and 3). The rewards system providesa suite of functionality associated with the loyalty program to thecardholder 602, such as, for example, viewing a status of thecardholder's currently accumulated loyalty points, viewing currentoffers extended to the cardholder, redeeming loyalty points for goods,services, travel, transfer loyalty points to other cardholders, managecommunication preferences, configure rewards preferences, manage theirhousehold accounts, and view historical loyalty point earnings,redemptions, adjustments, and expiration details. These accumulatedrewards and historical data may be stored in a rewards database 630,which in some embodiments is similar to database 120 (shown in FIG. 2).

In the example embodiment, cardholder 602 accesses rewards system 610using a personal computing device 604 or mobile device. In someembodiments, computing device 604 is similar to user system 202 shown inFIG. 4. A rewards system user authenticator 612 provides anauthentication mechanism for protecting confidential information andfunctionality of the rewards system 610 by authenticating incoming userssuch as cardholder 602. In some embodiments, this authentication processis a login process in which cardholder 602 provides a unique login nameor account number (e.g., “CUSTOMER_ID”) and a password known only to thecardholder, thereby both authenticating the particular cardholder anddistinguishing the particular cardholder from others.

Once cardholder 602 has successfully authenticated through the rewardssystem user authenticator 612, rewards system 601 presents cardholder602 with a “consumer experience.” As used herein, the term “consumerexperience” is used broadly to refer to the set of screens, the suite offunctionality, and/or the particular benefits presented and available tocardholder 602 while he/she is logged into rewards system 610. Forexample, the consumer experience may include a web page displayinggeneric offers or advertisements for products or services. In theexample embodiment, at least some of the consumer experience is tailoredspecifically for the particular user (e.g., the specific cardholder 602identified by “CUSTOMER_ID”). For example, rewards system 610 maypresent cardholder 602 with a status page displaying the rewards andloyalty points accumulated for that particular cardholder (e.g., thebenefits accrued to the cardholder's underlying payment card account),or a redemption page allowing cardholder 602 to accept offers or spendloyalty points. As such, rewards system 610 enables a different consumerexperience depending on the login of the particular cardholder.

To support cardholders 602 and their use of rewards system 610, loyaltynetwork 600 also provides a customer service support (CSS) system 630.In some embodiments, CSS system 630 is similar to CSS system 104 (shownin FIGS. 2 and 3). In the example embodiment, one or more customerservice representatives (CSR's) 622 support cardholders 602 through, forexample, a helpdesk phone number or an online helpdesk function. CSR 622uses a computing device 624 to access CSS system 630. In someembodiments, computing device 624 is similar to user system 202.

In the example embodiment, to access CSS system 630, CSR 622authenticates through a CSS system user authenticator 632. In someembodiments, CSS system user authenticator 632 is similar to rewardssystem user authenticator 612. For example, CSR 622 authenticates intoCSS system 630 through authenticator 632 using a unique CSR ID (e.g.,“CSR_ID”) and an associated password, thereby both authenticating theparticular CSR to CSS system 630, but also distinguishing CSR 622 fromother CSRs that use CSS system 630.

CSS system 630, in the example embodiment, provides a suite of supportfunctionality that enables CSR 622 to carry out support tasks associatedwith loyalty network 600. In some embodiments, CSS system 630 providessome of the same functionality that is available from rewards system610. In other words, and for example, CSR 622 may be able to accessrewards system 610 using his own ID or a support ID, and as such may beable to have a similar experience to that of cardholder 602, but not thesame as cardholder 602 because CSR 622 authenticated using a differentID.

During operation, for example, CSR 622 receives a phone call fromcardholder 602. Cardholder 602 may request help from CSR 622 with aparticular operation associated with the loyalty program. However, insome embodiments, CSR may need to perform an operation that is notenabled by CSS system 630, or CSR may need to create a record ofperforming some task in the system on behalf of the user. For example,cardholder 602 may wish to participate in an offer, or spend loyaltypoints associated with their payment card account, but may not be ableto access rewards system 610 and perform these operations themselves. Inthe example embodiment, this operation is a function available orenabled by the consumer experience (e.g., by rewards system 610), butnot available or enabled by the customer service system (e.g., CSSsystem 630). In other words, CSR 622 may not be able to use CSS system630 alone to help cardholder 602 perform the desired operation.

As such, in the example embodiment, a CSR cross-system authenticationmodule 640 is provided as a part of loyalty network 600. In someembodiments, authentication module 640 is similar to authenticationmodule 106 (shown in FIGS. 2 and 3). Authentication module 640 enablesCSR 622 to cross-authenticate from one system to another (e.g., from CSSsystem 630 into rewards system 610). More specifically, in someembodiments, authentication module 640 allows CSR 622 to authenticate or“login” to rewards system 610 as the particular cardholder 602 that CSR622 is currently supporting or working with. As such, CSR 622 is able toview and interact with rewards system 610 and the consumer experience ascardholder 602 would. In other words, CSR 622 can perform operations,view data, engage specific functionality, and otherwise interact withrewards system 610 with at least as much privileges as cardholder 602. Adetailed example embodiment of cross-system authentication and anexample authentication module are described further below, in referenceto FIG. 7.

FIG. 7 is an example loyalty network 700 or system and method that maybe used to provide a loyalty program to cardholders. Loyalty network 700includes a customer support service (CSS) system 702, an authenticationmodule 704, and a rewards system 706. In some embodiments, loyaltynetwork 700 is similar to loyalty network 600 (shown in FIG. 6).Further, in some embodiments, CSS system 702 is similar to CSS system630 (shown in FIG. 6) and/or CSS system 104 (shown in FIGS. 2 and 3). Insome embodiments, rewards system 706 is similar to rewards system 610(shown in FIG. 6) and/or rewards system 102 (shown in FIGS. 2 and 3).Additionally, in some embodiments, authentication module 704 is similarto authentication module 640 (shown in FIG. 6) and/or authenticationmodule 106 (shown in FIGS. 2 and 4).

In the example embodiment, a CSR such as CSR 622 (shown in FIG. 6)authenticates 720 into CSS system 702 and into a customer serviceapplication. The CSR then engages with a particular customer, such ascardholder 602 (shown in FIG. 6) to, for example, support rewards system706. In the example embodiment, the CSR receives a telephone call 722from the cardholder and creates a case within CSS system 702. In theexample embodiment, each CSR has a unique ID associated with themselves(e.g., a “CSR_ID”), and each customer (e.g., cardholder) has a unique IDassociated with themselves (e.g., a “CUSTOMER_ID”). In the example shownin FIG. 7, the CSR identified as “CSR_(—)55” is supporting a cardholderidentified as “98765”. In some embodiments, CSS system 702 identifiesthe CSR as “CSR_(—)55” based on the active username used during theinitial authentication 720 of the CSR into CSS system 702. Further, CSSsystem 702 identifies the particular customer as cardholder “98765”during the call (e.g., the CSR may authenticate the caller as a normalsecurity practice during the call, or for purposes of identifying theirunderlying rewards or payment card account, or for any other purpose).

While working the case, CSS system 702 presents an option to the CSR tolaunch 724 a consumer experience 714 (e.g., start an interactive sessionwith rewards system 706 as the cardholder). For example, CSS system 702may present a button, a function key, or a menu item that will start aprocess to launch the consumer experience 714. If 724 the CSR does notactivate the launch process, then the CSR and CSS system 702 performsother duties completes 726 the customer call (e.g., without use of theconsumer experience).

In the example embodiment, the CSR launches 724 the consumer experience.CSS system 702 then engages authentication module 704 to begin thelaunch. At step 730, authentication module 704 performs two steps.

First, authentication module prepares 732 the cross-over authenticationof the CSR. To prepare 732 the cross-over authentication, authenticationmodule 704 sends 734 the CSR_ID and CUSTOMER_ID of the present call(e.g., “CSR_(—)55” and “98765”, respectively) to be inserted 736 into adatabase 712. In some embodiments, database 712 is similar to database120 shown in FIG. 2. In the example embodiment, database 712 includesrelational database management software (RDBMS) (e.g., database server116 shown in FIGS. 2 and 3), and a row is inserted into a customermapping table 738 by the RDBMS. In one embodiment, the customer mappingtable 738 includes a column for CSR_ID, a column for CUSTOMER_ID, and athird column for a timestamp. The insert 736 creates a row in database712 that associated CSR “CSR_(—)55” with the customer they are currentlysupporting, cardholder “98765”. In some embodiments, authenticationmodule 704 searches for a pre-existing row in database 120 having theCSR_ID of the CSR (e.g., “CSR_(—)55”). If a row exists, the row may beconsidered abandoned (e.g., from a prior call involving CSR_(—)55),whether or not the accompanying CUSTOMER_ID matches the customer whomthe CSR is currently supporting (e.g., customer 98765). Accordingly,authentication module 704 may delete the abandoned row prior toinserting the new row, or replace the pre-existing row data with the newdata. This step provides enhanced security by removing any row entriesthat are no longer needed by the CSR.

Next, authentication module 704 initiates a login 740 to rewards system706. More specifically, in the example embodiment, login 740 includes alogin request 742 with at least the CSR_ID (e.g., “CSR_(—)55”) sent toan STS login module 710 associated with rewards system 706. STS loginmodule 710 communicates with an STS (“Security Token Service”) tokenservice 708 to provide at least some user authentication services forreward system 706. STS token service 708 is a security token servicethat performs user authentication and issues security tokens, includingsoftware tokens, as part of a claims-based identity system. In someembodiments, STS token service 708 is a service of STS login module 710.In response to login request 742, STS login module 710 initiates anauthentication request with STS token service 708. The request isinitiated with the CSR's ID (e.g., “CSR_(—)55”), as well as a flagindicating that the login request is initiated by a CSR. In someembodiments, IBM® Tivoli® Access Manager (TAM) and Tivoli® FederatedIdentity Manager (FIM) Security Token Service (STS) are used. An IVCredpersists in an application header between the CSS application (e.g., CSSsystem 702) during the outbound request to WebSEAL 744. The IVCredcontains the CSR's B2C (business-to-consumer) identity as well as otherinformation regarding the CSR's authenticated session. STS token service708 leverages the IVCred in order to retrieve the data necessary togenerate a SAML (Security Assertion Markup Language) assertion forauthenticating the CSR to Rewards System 706. The flag may be a customconfiguration within STS login module 710, and may be used to preventother servers hosting rewards system 706 from accepting this type ofauthentication. In some embodiments, the flag may be set by STS loginmodule 710 when converting the IVCred to SAML.

In the example embodiment, STS token service 708 submits the loginrequest to authentication module 704. In some embodiments, operation 733may be requested by STS Token Service 708 (client) as a Web Servicerequest. The Web Services logic (provider) may be used, for example, toperform operations 744, 746, 750, 752, and/or 748. In the exampleembodiment, authentication module 704 searches 744 the database 712(e.g., customer mapping table 738) for an entry for the given CSR (e.g.,“CSR_(—)55”). If 746 no record is found (e.g., if there is no record ofthis CSR working with a customer), then the login request is denied orfailed 748. This failure notification is passed back through STS tokenservice 708 to STS login module 710.

In some embodiments, if 746 a record is found, but the record is stale(i.e., too old), then authentication module 704 will also fail 748 theauthentication request. To determine whether the record is stale, insome embodiments, the DTTM time of the record is compared to a currenttime, or a time of the initiation of the request. If the difference intime exceeds a predetermined threshold such as, for example, 15 minutes,then the record is deemed stale. Further, in some embodiments, upondetection, this stale record may be deleted from database 712. Thisfeature enables authentication module 704 to distinguish between arecent request (e.g., a CSR currently working a case with a customer)and a historic artifact (e.g., a remnant from a past call that is likelytoo old to support the authenticity of the current request), and may beused for troubleshooting issues with authentication betweenauthentication module 704 and rewards system 706, or for trackingabandonments.

If 746 a record is found in database 712, then the login request will beauthenticated as successful 750 by authentication module 704. Tocomplete a successful authentication 750, in some embodiments,authentication module 704 deletes 752 the record from database 712. Thisfeature acts as a security measure, providing each launch 730 of theconsumer experience only one successful authentication 750 (e.g.,“one-time use”).

In the example embodiment, to complete a successful authentication 750,authentication module 704 transmits a success response 754 to STS tokenservice 708. More specifically, the success response 754 enables STStoken service 708 to have a complete data set for STS login module 710.In other words, authentication module 704 responds to the login requestnot under the CSR's ID, but rather as the CUSTOMER_ID from the locatedrow in database 712 and, in the present example, the user isauthenticated as the identity of “98765” (e.g., the cardholder whoopened the associated support call, and whose ID is stored in theCUSTOMER_ID field of the mapping table 738). In some embodiments,authentication module 704 transmits one or more of a principal user IDtoken, the CSR flag, an application proprietary ID, and an enterprisesite ID.

In response to the authentication 754 acknowledgment from authenticationmodule 704, STS token service 708 generates and returns a token to STSlogin module 710. In some embodiments, the primary credentials in theSAML persist as the CSR's identity. When the CSR flat is set in theaffirmative, the application proprietary ID value is the CUSTOMER_IDretrieved from customer mapping table 738.

In the example embodiment, upon receipt of the authentication token fromSTS token service 708, the CSR (e.g., CSR_(—)55) is logged into therewards system 706 under the identity of the customer (e.g., cardholder“98765”). As such, the CSR is presented with consumer experience 714similar to what the customer would see, and with at least the set offunctionality that the customer would encounter.

In some embodiments, one or more of CSS system 702, authenticationmodule 704, and rewards system 706 logs the CSR's access to rewardssystem 706 as the customer. For example, in one embodiment,authentication module 704 creates a record of successful 750 and failed748 authentication requests, as well as associated information such asthe requesting CSR_ID, the CUSTOMER_ID associated with the request, adate/time stamp of the request, and a final disposition status (e.g.,success or failure) of the request. In another embodiment, rewardssystem 706 tracks data associated with any audited actions such as, forexample, redeeming loyalty points for a product or service, transferringpoints, or updating customer information.

While the example embodiment shown in FIG. 7 illustrates authenticationmodule 704 as a separate system or actor, it should be understood thatthe functions performed by authentication module may be performed by orintegrated into any system affiliated with the loyalty program such asCSS system 702, rewards system 706, or STS token service 708. Further,the various functions performed by authentication module 704 may, insome embodiments, be separated and performed by different systems. Forexample, in some embodiments, CSS system 702 may perform the preparation732 thread of processing, while another system may perform theauthentication thread of processing (e.g., search 744 through failure748 or success 754).

FIG. 8 is an example method 800 for providing a customer servicerepresentative (CSR) access to an interface system such as rewardssystem 706 (shown in FIG. 7). In the example embodiment, method 800 isperformed by one or more computing systems such as server 112 (shown inFIG. 2), loyalty rewards system 122 (shown in FIG. 3), or by computingdevice 910 (shown in FIG. 9). In some embodiments, method 800 includesreceiving 805 a request to access an interface system, such as rewardssystem 706 (shown in FIG. 7). This request, in some embodiments, isinitiated by a CSR through a customer support service (CSS) system(e.g., CSS 702 (shown in FIG. 7), where the CSR requests access to theinterface system as a particular customer (e.g., having CUSTOMER_ID).

Method 800, in some embodiments, includes storing 810 a first record,for example in a database such as database 712 (shown in FIG. 7). Therecord includes a CSR identifier of the CSR (e.g., CSR_ID) and thecustomer identifier associated with a customer (e.g., CUSTOMER_ID).Further, method 800 may also include transmitting 820 an access requestsuch as login request 742 to an interface system. The access requestincludes at least the CSR identifier. Further, in some embodiments,transmitting 820 an access request precipitates receiving 830 anauthentication request (i.e., receiving 830 is a consequence oftransmitting 820). Receiving 830 an authentication request may includereceiving an authentication request from, for example, rewards system706. The authentication request includes a CSR identifier associatedwith the CSR. In some embodiments, receiving 830 an authenticationrequest further includes receiving an authentication request from asecurity token service.

In the example embodiment, method 800 also includes identifying 840 acustomer identifier using at least the CSR identifier. For example, insome embodiments, the CSR identifier is used to search in database 712to identify a record that includes both the CSR identifier and acorresponding customer identifier. Method 800 also includes transmitting850 an authentication response in response to the authenticationrequest. The authentication response includes at least the customeridentifier. In some embodiments, transmitting 850 the authenticationresponse further includes transmitting an authentication response to thesecurity token service. In some embodiments, transmitting 850 theauthentication response includes authenticating the CSR (e.g., the loginrequest) as the customer (e.g., CUSTOMER_ID) to the interface system.Further, in some embodiments, after authentication of the CSR as thecustomer, method 800 includes providing the CSR a consumer experienceassociated with the customer identifier. In other embodiments, method800 may include deleting the record from the database after identifying840 or authenticating 850.

FIG. 9 shows an example configuration 900 of a database 920 within acomputing device 910, along with other related computing components,that may be used to cross-authenticate a CSR 902 from a CSS system(e.g., CSS system 702 shown in FIG. 7) into a rewards system (e.g.,rewards system 706 shown in FIG. 7) as a particular customer. In someembodiments, computing device 910 is similar to server system 112 (shownin FIG. 2), loyalty rewards system 122 (shown in FIG. 3), and/or serversystem 301 (shown in FIG. 5). Database 920 is coupled to severalseparate components within computing device 910, which perform specifictasks.

In the example embodiment, database 920 includes CSS system data 922,rewards system data 924, and authentication data 926. In someembodiments, database 920 is similar to database 120 (shown in FIG. 2),rewards database 614 (shown in FIG. 6), and/or database 712 (shown inFIG. 7). CSS system data 922 includes information associated withauthenticating CSRs into a CSS system, and application data associatedwith managing customer support incidents. Rewards system data 924includes information associated with a loyalty rewards program, such asrecords for offers and loyalty points associated with a plurality ofcardholders. Authentication data 926 includes data associated withauthentication of CSRs into a rewards system, such as the customermapping table 738 shown in FIG. 7.

Computing device 910 includes the database 920, as well as data storagedevices 930. Computing device 910 also includes a preparation component940 for preparing the launch 730 of the cross-over authentication (shownand described in reference to FIG. 7). Computing device 910 alsoincludes an authentication component 950 for searching authenticationdata 926 and failing 748 or authenticating 750 cross-over loginrequests. A login component 960 is also included for receiving loginrequests from preparation component 940 and submitting authenticationrequests to authentication component 950. A consumer experiencecomponent 970 provides both customers and CSRs a suite of functionalityfor interacting with the loyalty program. A processing component 980assists with execution of computer-executable instructions associatedwith the system.

As will be appreciated based on the foregoing specification, theabove-described embodiments of the disclosure may be implemented usingcomputer programming or engineering techniques including computersoftware, firmware, hardware or any combination or subset thereof,wherein the technical effect is a flexible system for communicatingliability acceptance for payment card transactions. Any such resultingprogram, having computer-readable code means, may be embodied orprovided within one or more computer-readable media, thereby making acomputer program product, i.e., an article of manufacture, according tothe discussed embodiments of the disclosure. The computer-readable mediamay be, for example, but is not limited to, a fixed (hard) drive,diskette, optical disk, magnetic tape, semiconductor memory such asread-only memory (ROM), and/or any transmitting/receiving medium such asthe Internet or other communication network or link. The article ofmanufacture containing the computer code may be made and/or used byexecuting the code directly from one medium, by copying the code fromone medium to another medium, or by transmitting the code over anetwork.

These computer programs (also known as programs, software, softwareapplications, “apps”, or code) include machine instructions for aprogrammable processor, and can be implemented in a high-levelprocedural and/or object-oriented programming language, and/or inassembly/machine language. As used herein, the terms “machine-readablemedium” “computer-readable medium” refers to any computer programproduct, apparatus and/or device (e.g., magnetic discs, optical disks,memory, Programmable Logic Devices (PLDs)) used to provide machineinstructions and/or data to a programmable processor, including amachine-readable medium that receives machine instructions as amachine-readable signal. The “machine-readable medium” and“computer-readable medium,” however, do not include transitory signals.The term “machine-readable signal” refers to any signal used to providemachine instructions and/or data to a programmable processor.

This written description uses examples to disclose the disclosure,including the best mode, and also to enable any person skilled in theart to practice the disclosure, including making and using any devicesor systems and performing any incorporated methods. The patentable scopeof the disclosure is defined by the claims, and may include otherexamples that occur to those skilled in the art. Such other examples areintended to be within the scope of the claims if they have structuralelements that do not differ from the literal language of the claims, orif they include equivalent structural elements with insubstantialdifferences from the literal languages of the claims.

What is claimed is:
 1. A computer-based method for providing a customerservice representative (CSR) access to an interface system, the methodusing a computing device including a processor and a memory, said methodcomprising: receiving, by the processor, an authentication requestincluding a CSR identifier associated with the CSR; identifying, in thememory, a customer identifier using at least the CSR identifier; andtransmitting an authentication response in response to theauthentication request, the authentication response including at leastthe customer identifier.
 2. The method of claim 1 further comprising:storing, in the memory, a first record including the CSR identifier ofthe CSR and the customer identifier associated with a customer; andtransmitting an access request to the interface system, the accessrequest including at least the CSR identifier, wherein receiving anauthentication request is a consequence of transmitting the accessrequest.
 3. The method of claim 2, wherein identifying a customeridentifier further includes cross-referencing the CSR identifier withthe memory to identify the first record.
 4. The method of claim 1further comprising receiving a request to access the interface system asthe customer initiated by the CSR through a customer support service(CSS) system.
 5. The method of claim 1 further comprising providing theCSR a consumer experience associated with the customer identifier. 6.The method of claim 1 further comprising deleting the first record fromthe memory after identifying the customer identifier.
 7. The method ofclaim 1, wherein receiving an authentication request further includesreceiving an authentication request from a security token service,wherein transmitting an authentication response further includestransmitting an authentication response to the security token service.8. A computing device for providing a customer service representative(CSR) access to a interface system, said computing device comprising aprocessor communicatively coupled to a memory, said computing deviceprogrammed to: receive an authentication request including a CSRidentifier associated with the CSR; identify a customer identifier usingat least the CSR identifier; and transmit an authentication response inresponse to the authentication request, the authentication responseincluding at least the customer identifier.
 9. The computing device ofclaim 8, wherein said computing device is further programmed to: store afirst record including the CSR identifier of the CSR and the customeridentifier associated with a customer; and transmit an access request toa interface system, the access request including at least the CSRidentifier, wherein receiving an authentication request is a consequenceof said transmitting.
 10. The computing device of claim 9, whereinidentifying a customer identifier further includes cross-referencing theCSR identifier to identify the first record.
 11. The computing device ofclaim 8, wherein said computing device is further programmed to receivea request to access a interface system as the customer initiated by theCSR through a customer support service (CSS) system.
 12. The computingdevice of claim 8, wherein said computing device is further programmedto provide the CSR a consumer experience associated with the customeridentifier.
 13. The computing device of claim 8, wherein said computingdevice is further programmed to delete the first record from the memoryafter identifying the customer identifier.
 14. The computing device ofclaim 8, wherein receiving an authentication request further includesreceiving an authentication request from a security token service,wherein transmitting an authentication response further includestransmitting an authentication response to the security token service.15. At least one non-transitory computer-readable storage media havingcomputer-executable instructions embodied thereon, wherein when executedby at least one processor, the computer-executable instructions causethe processor to: receive an authentication request including a customerservice representative (CSR) identifier associated with a CSR; identifya customer identifier using at least the CSR identifier; and transmit anauthentication response in response to the authentication request, theauthentication response including at least the customer identifier. 16.The computer-readable storage media of claim 15, wherein thecomputer-executable instructions further cause the processor to: store afirst record including the CSR identifier of the CSR and the customeridentifier associated with a customer; and transmit an access request toa interface system, the access request including at least the CSRidentifier, wherein receiving an authentication request is a consequenceof said transmitting.
 17. The computer-readable storage media of claim15, wherein the computer-executable instructions further cause theprocessor to receive a request to access an interface system as thecustomer initiated by the CSR through a customer support service (CSS)system.
 18. The computer-readable storage media of claim 15, wherein thecomputer-executable instructions further cause the processor to providethe CSR a consumer experience associated with the customer identifier.19. The computer-readable storage media of claim 15, wherein thecomputer-executable instructions further cause the processor to deletethe first record from the memory after identifying the customeridentifier.
 20. The computer-readable storage media of claim 15, whereinreceiving an authentication request further includes receiving anauthentication request from a security token service, whereintransmitting an authentication response further includes transmitting anauthentication response to the security token service.